Apple Genius bars can’t keep up

“The customer service model is about ready to pop.”

From Business Insider’s Apple’s ‘geniuses’ are straining under the iPhone’s success, but revamped stores could ease the pressure:

According to numerous blue-shirted “geniuses” that Business Insider spoke to, a rising tide of store visitors and on-the-job performance expectations have pushed the system to the breaking point.

“The customer service model is about ready to pop,” says one Apple “genius” who has worked at the company for seven years and requested anonymity because employees are not permitted to talk to the press. “That is the issue and the employees are feeling it,” the person says.

Apple now has over 85 million iPhone users in the United States, according to a recent estimate. That means more Apple users per store than ever before, and more people walking through the doors with everything from cracked phone screens to problems logging into iTunes.

Retail employees notice that the stores are packed. One says that his store can’t keep up. “We haven’t been able to keep up with traffic since I started 8 years ago,” a senior Genius at a small store in the Midwest that has yet to be redesigned told Business Insider.

My take: I haven’t been to a Genius bar in more than a year, thanks to Google searches and Apple service chats.


  1. Gregg Thurman said:

    A sample of one does not constitute a trend.

    That said, I have availed myself of the Genius Bar twice in the last year. Both times I was seen within 20 minutes, and my problem was resolved in less than 15 minutes more. The Store I use is the second largest (by revenue and visitor volume) in the State of Washington (Spokane) and has not been redesigned.

    November 12, 2017
  2. Gianfranco Pedron said:

    “We haven’t been able to keep up with traffic since I started 8 years ago …”

    … and, for some unknown reason, today this is news and must somehow spell doom for the Genius Bar business model.

    Oh well, two new iPhones released and no *-gate to report, sales off the charts and share price at its peak, writers gotta write about somethin’.

    November 12, 2017
  3. Fred Stein said:

    “The customer service model is about ready to pop.”
    Remember way back in September that iPhone were ‘popping’, bursting open during charging, complete with photo evidence. How many? Two.

    My take: Geniuses earn overtime $$’s for their own holiday shopping.

    November 13, 2017

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